Resume

• Prioritize accuracy and efficiency in managing critical administrative functions to streamline efficiencies while providing outstanding organizational representation.
• Deliver outstanding customer experiences as the principal point of inquiry via phone, email, and face-to-face; nurture authentic relationships, define individual needs, and overdeliver on expectations.
• Build internal processes around established company policies and procedures while maintaining compliance with proper data security/protection protocol.
• Continuously update knowledge of company products and services to provide cutting-edge information and targeted support to satisfy customer queries and drive long-term retention.
• Optimize the company’s social presence, effectively managing official LinkedIn, Google+, Twitter, and Facebook accounts.
• Foster strong trusting relationships with senior leadership to gather/understand their specific requirements and provide high-quality, bespoke executive support.
• Orchestrate and support meetings/conferences; manage all servicing requirements, including bookings, vendor coordination, material distribution, and minute-taking/action tracking.
• Facilitate domestic and international travel while harmonizing complex calendars to maximize time.
• Lead business development strategies through sales management (closing high-value opportunities) and eBay account optimization.

• Embedded a customer-first approach in all aspects of service delivery to build a motivated, productive, and team-focused culture in which challenging KPIs and SLAs were consistently met.
• Managed a high volume of inbound customer inquiries via email and live chat, gathering insights into specific issues before implementing appropriate solutions to enhance satisfaction.
• Fostered complaint and issue resolution expertise, de-escalating sensitive situations with tact, diplomacy, and discretion.

Coordinated a general/shared e-mail inbox by reviewing and distributing customer inquiries to appropriate divisions for timely resolution. Maintained account ledgers and enhanced accuracy through regular account reconciliations. Reviewed and cross-referenced high-volume pay control spreadsheets with corresponding data to verify accuracy. Analyzed, diagnosed, and supported customers in resolving digital banking technical issues before providing guidance and education to elevate their technical capabilities.

Liaised directly with applicants to gather and process mortgage, personal, credit card, and automobile loan applications; reviewed files to verify the data was complete, accurate, and compliant with institutional standards. Maintained compliance with internal policies/procedures in executing account-related transactions.